Complaints

This profile includes complaints for Sand Cloud's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sand Cloud

  4629 Cass St PMB 52 San Diego, CA 92109-2805

  
• 

  Sand Cloud

  400 Hillsboro Technology Dr Deerfield Beach, FL 33441-1842

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 xl towels from Sandcloud . This is my first experience ordering from Sandcloud a will definitely be my last a will be letting everyone I know about there terrible customer service a terrible orer fulfillment . I have tried to contact multiple times through email and phone can not get a response . I have never dealt with such an inconvenient company to order things from in my life a this will def be my last . The company needs to give a free towel or do something to make things right if they want customers to ever return after goin through this experience.

  

  Business Response

  Date: 12/09/2023

  Hi There,

  A replacement order#******* was placed to fix this issue and it has already been shipped out of our warehouse and it is currently in transit to your destination. Package is expected to be delivered by Tuesday, December 12.

  Thanks,

  Sand Cloud

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have order with sand cloud order number ******* I tried to contact them so many times before it shipped by phone call by email none of them answered or replied. Until the package been delivered then i contact them for the return label to return the whole order Here is 2 return tracking ***** *********** ************ these 2 package has been delivered to them for a while but i still not receive the refund so i contact them again still no response or just like bot reply we are waiting for warehouse confirm So plz sandcloud follow up with your warehouse and check with my return I still have the drop off receipt

  

  Business Response

  Date: 09/11/2023

  Hi There,

  Cx contacted us regarding an order#******* that was sent back to us using the prepaid return label we provided. Both the parcels were received at our storage facility(warehouse). According to the customer's request, the problem was fixed by issuing a full refund of $1,307.91 to the original mode of payment. 

  Sand Cloud.
  

• Initial Complaint

  Date:08/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased one blanket and four towels from Sand Cloud on Saturday Aug 19th (ORDER #******-L). The towels are wrapped in Sand Cloud packaging. When we got home and opened them up, one of the towels was damaged. The towels are soft but the damaged towel has a donut sized hard crispy texture on part of the towel. I emailed Sand Cloud customer support. After a few emails back and forth I was told someone from the retail store would contact me. I advised them I dont live near the retail store as we took a day trip to that part of town. I again was told the retail store would contact me. It has now been 6 days and nobody has contacted me regarding this issue. These beach towels are $40-$50 each, not cheap. I expect the quality to be on point and if there is an issue Sand Cloud should be much more responsive to resolve issues. The lack of communication from Sand Cloud is unacceptable. So far Ive been emailed by three people, *****, ******, and *****. None of them have done anything to resolve my issue other than to tell me we apologize for the issue and someone will contact you. Im asking for a replacement shipment of the pattern I purchased (Mickey ******** along with a shipping label to ship back their damaged product. Im not sure why this is taking so long to resolve or to be contacted for a resolution. If they will not send a replacement I am asking for a refund of the damaged product. Sand Cloud offers a full money back satisfaction guarantee, however getting them to resolve a simple issue is proving to be difficult, I cant imagine if I was just simply dissatisfied with a non-damaged item and asking for my money back.

  

  Business Response

  Date: 08/28/2023

  Hi There,

  Cx contacted us regarding an order-related defective towel. By placing a replacement order#******* in accordance with CX's request, the issue was resolved.
  

• Initial Complaint

  Date:08/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sand Cloud order # ******* I placed a large order, totaling over $500 with Sand Cloud. They used GLS to ship my order. The tracking for my order shows as delivered at 10:33pm 8/18, with a blank picture as proof of delivery. The prior entries same day were out for delivery,. I was home and awake and never heard or saw any delivery at 10:33pm. Ive checked with all my neighbors, no one received my package.I reached out to GLS customer service via phone during business hours, was on hold for over an hour waiting for the next representative, finally gave up, as no one ever answered just the same recorded loop asking for patience while I wait. I used the online chat feature for GLS twice. Both times the chat timed out saying no reps were available and to try back later.I reached out to Sand Cloud via email and voice mail. The reply I got was to check my mailbox ($500+ worth of large towels doesnt fit in a mailbox), check with my neighbors, verify my address (my address is correct and I used PayPal were the address has been verified), and also to wait until Wednesday 8/24, 4 more days, to see if my package eventually gets delivered? And if not, I need to contact the carrier myself!??!!!I would gladly have paid extra shipping for a reputable shipper to be used. Not a no name unavailable carrier who LIES about delivering something clearly NOT delivered.I love Sand Cloud products, Ive purchased many before and give them as gifts. Their product is great. The customer service for a returning customer with a huge order is ridiculous. It is not my problem they used a cheap and horrible shipper/carrier on a large expensive order. I have requested a full refund or an overnight delivery of the products I ordered (and already paid for and never received)!! Im being told to wait to see if it shows up instead. At this point I consider Sand Cloud to have stolen $522 from me. I want my money back.

  

  Business Response

  Date: 08/22/2023

  Hi There,

  Cx reached out to us checking about order#******* which shows as delivered as per tracking but cx claims that she did not receive it. Hence, the issue was fixed by placing a replacement order#*******, which got shipped out of our warehouse and expected to be delivered by 8/23/2023. 
  

  Customer Answer

  Date: 08/25/2023

  I appreciate the business created and sent a replacement order since the first was not delivered. However, they used the same carrier, GLS (who did not deliver the first order despite marking it as delivered on their tracking system). For the replacement order, the original delivery date date was to be 8/23/2023. Then, GLS rescheduled the delivery to today, 8/24/2023 which would be fine if the package was actually delivered. Its 10:06pm, and the package has not been delivered and shows as out for delivery again.  If I receive the order as shipped, Ill be happy to accept the resolution. This is just the same problem as the original order unfortunately. 

  

  Business Response

  Date: 08/29/2023

  Hi There,

  Cx contacted us to inquire about the whereabouts of replacement order #*******. The package was ultimately delivered as confirmed by cx after the estimated delivery date kept shifting.

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an x large towel in the whale shark turquoise pattern and a mystery pouch on Sunday July 23rd for a vacation planned for August ****. I received an email stating my shipment would be delivered July 26th via lasership. My shipment did not arrive until this past Saturday where I found I had received the x large mint Baja towel instead of the turquoise whale shark pattern. I sent an email to customer service that same afternoon and have been contacted via text message from one of sandcloud's associates however I've continued to be told that she is still waiting on response from the team and this has been happening since Monday morning. I'm obviously not going to get the towel I ordered on time so how is this going to be fixed? I either want a refund or the pattern I ordered before I leave for my vacation! With as expensive as the product was the customer service has been sub par.

  

  Business Response

  Date: 08/07/2023

  Hi There,

  Customer received an incorrect item. Hence, issued a refund of $62.84 original form of payment method as requested by customer. We have sent her an email confirmation for the refund. The amount will be credited within 3-5 business days, depending on how fast her banks process the refunds.

  Customer Answer

  Date: 08/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 7/12/23 Order#*******; $104.98 cost for towels ordered Order was not delivered as indicated. Alleged delivery was 7/18/23 @ 11:45pm. My security camera did not show any activity on my doorstep at that time. Tracking # from delivery company indicated it was delivered to doorstep then company website indicated delivered to "parcel box"? Contact was made to company via email and voicemail and no response has been received.

  

  Business Response

  Date: 07/23/2023

  Hi There,

  Please be aware that the package was delivered to the correct address as confirmed by customer. However, customer did not receive the package. So, at the customer's request, a refund of $104.98 was made to the original form of payment method. An email confirmation was sent for the refund. The amount will be credited within 3-5 business days, depending on how fast customer's bank can process the refunds.
  

• Initial Complaint

  Date:07/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a towel 6/26, as the order is confirmed. I was informed by email that the item is shipped on 6/28 by LaserShip and will arrived the next day. Despite it saying the item is delivered on the 29th, I have so far never seen the package at all. I have tried reaching out to the shipping company and haven't heard anything. I have try reaching out on the Sandcloud website, also nothing. I left them a voice mail and a message on their instagram account hope to hear from someone this morning. I would like to just receive the towel ASAP since my card has already been charged. It has been over a week.

  

  Business Response

  Date: 07/13/2023

  Hi There,

  Customer reached out to us for the ************** which was delivered as per tracking but not received by customer. However, this issue was fixed by placing a replacement order(1882518). The replacement order has shipped out and it is currently in transit to the destination. 

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order# ******* placed on 4/20/2023 in the amount of $66.58. Order confirmation received via email on 4/20/2023 at 2:11 PM. When no further emails or shipping information was sent, I emailed Sand Cloud on 5/4/2023 asking when this order will ship. Sand Cloud replied on 5/4/2023 at 12:29 PM that the order was in the processing stage and would ship out soon. The email stated that there is a processing time of 2-3 business days. I replied via email on 5/9/2023 that the order was from 4/20/2023 - 3 weeks ago. I requested them to advise a ship date or cancel and refund this order. on 5/25/2023 Sand Cloud replied that they were forwarding the matter to the "relevant team" and would have an answer in ***** hours. On 5/31/2023 they emailed me that the order would be "process shortly" and that i would received a tracking link once it was shipped. Today is 6/5/2023 and I still have not received any tracking information or a refund as I requested back on 5/9/2023. I emailed them again today, 6/5/2023 demanding they cancel this order and issue me a refund immediately. I believe this company to be a scam. They cannot ship out an order from 4/20/2023 but can send dozens of promotional emails and posts all over social media.

  

  Business Response

  Date: 06/30/2023

  Hello ********,

  As per our conversation with our representative. We have issued a full refund on your order on June 18th. 

  Please let us know if you have any further questions!

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for two towels from Sand Cloud on July 6, 2022, for a total of $111.44. My order number is *******. I have reached out to Sand Cloud's customer service twice now, about canceling my order and I haven't heard anything back. In fact, I haven't received any response at all. I keep receiving promos via text messages on my phone, I just wish they would've sent something about my order by now.

  

  Business Response

  Date: 08/03/2022

  Hello, we see that you have already requested to cancel your order on July 12, 2022. Hence your order was canceled and a refund of $111.44 has been issued to your original payment method.
  
  
  Also, we have already responded to your emails; however we are not sure why these responses failed to reach you. We recommend that you check your inbox and spam folder (sometimes the emails get misdelivered to this folder) to find these email responses.
  
  
  We have now sent a detailed email with the screenshots showing the refund details. Kindly check this with your bank and confirm if you have received the refund.
  
  
  Please do let us know if you need further assistance. We are always happy to assist you!

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three towels from Sand Cloud On July 8th. My order number is #*******. I received one towel on July 20th and received a notification that the other two towels had been shipped on July 18th. Twenty-five days later, the tracking number given shows that the items have not even been processed...just that a label had been created. It appears that the towels have not even left the facility. I contacted Sand Cloud's customer service via email on July 24th to inquire about the missing towels. Once I didn't get a response, I tried contacting them through Messenger on ********* Someone from **************** finally contacted me five days later via email on July 29th. They asked me to continue to wait for the order until August 1st. It is now August 1st and nothing has changed. The tracking number continues to indicate that the order has not moved. I contacted **************** to let them know that I have not received the order and that the tracking details have not changed. Having read similar customer complaints on your website, I believe I may never receive the rest of my order, even though my card was charged on July 8th.

  

  Business Response

  Date: 08/02/2022

  Hello, First of all, we sincerely apologize for this unfortunate experience you have had with us.
  
  
  With the large volume of online orders and associated backlogs, we are seeing significant delays in some tracking links getting updated and in many cases such tracking will update within a week or two.
  
  
  On checking the tracking of your order, we see that it experienced a similar issue and it has shown recent updates with a notification that the order will arrive by August 06, 2022.
  
  
  For this inconvenience, we have issued a partial refund for your order as a token of our apology and we will follow up on this till the *** of the package. If the package fails to arrive by then, we assure you that we will re-ship the items or issue a refund as per your preference.
  
  
  Once again, we are sorry for the delay and we appreciate your understanding on this matter.